Cancellations & Returns

Effective Date: [21/09/2023]

At Lensoz.com, we are committed to ensuring your satisfaction with your eyewear purchases. If you need to exchange your eyeglasses, sunglasses, or contact lenses, please read our specific exchange policy for each product category carefully :


1. Eligibility for Exchange :
- Items eligible for exchange must be in their original condition, unopened, and unused.
- The item must be accompanied by the original receipt or proof of purchase.
- We only accept exchanges for items that were purchased directly from Lensoz.com.
- Exchange is not allowed on Sale Products.
- Exchange or return is now allowed on products like power glasses, contact lenses, power contact lenses (clear lenses), Glasses with any special coating(Tinted Vision, Photochromatic Coating, etc) 


2. Exchange Process :
- To initiate an exchange, please contact our customer service team within 3 days of receiving your order.
- Provide the order number, a clear description of the item you wish to exchange, and the reason for the exchange.
- Our customer service team will guide you through the exchange process, including the return shipping instructions.


3. Video Verification :
- To expedite the exchange process, we require customers to send a short video of the product being exchanged, clearly showing its condition and any issues. This video will be used for verification purposes.
- Please send the video to support@lensoz.com & +91-6292212888 along with your exchange request.


4. Return Shipping :
- Customers are responsible for the cost of return shipping, which is Rs.200 for all exchange requests, except in cases of defective or incorrect items.
- Please prepay the Rs.200 shipping fee when returning the item for exchange.
- We recommend using a trackable shipping method to ensure the safe return of the item.


5. Inspection and Approval :
- Upon receiving the returned item and verifying the video, our team will inspect it to ensure it meets the eligibility criteria.
- If the item meets the criteria, we will process the exchange promptly.
- In the case of a defective or incorrect item, we will cover the return shipping costs.


6. Exchange Options :
- You may choose to exchange the item for an alternative product of equal or lesser value, subject to availability.
- If the desired item is of higher value, you will be responsible for covering the price difference.


7. Refunds :
- We do not offer refunds for exchanges. Instead, you must select an item of equal or greater value to apply the original purchase amount.


8. Final Sale Items :
- Certain items, such as clearance or final sale eyewear or lenses, are not eligible for exchange unless they are defective or damaged upon receipt.


9. Changes to the Exchange Policy :
- Lensoz.com reserves the right to modify or update this exchange policy at any time. Please check our website for the most current policy.


By shopping with Lensoz.com, you agree to abide by this customized exchange policy for eyeglasses, sunglasses, and contact lenses. We are dedicated to ensuring your satisfaction and are here to assist you throughout the exchange process.


If you have any questions or need further assistance, please contact our customer service team at support@lensoz.com & +91-6292212888.


Thank you for choosing Lensoz.com for your eyewear needs!